AccountId: 011433970860
ContactId: 64a16e71-5ef6-40cb-8da8-150af030318d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356420 ms
Total Talk Time (AGENT): 127574 ms
Total Talk Time (CUSTOMER): 108603 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/64a16e71-5ef6-40cb-8da8-150af030318d_20250603T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Falcon Fire Protection District. Uh, we have a group number if you do you need that?
[AGENT][NEUTRAL] Sure, uh, let me, give me one second, let me get that pulled up.
[AGENT][NEUTRAL] All right, what's the group number?
[CUSTOMER][NEUTRAL] It's 244-79.
[AGENT][NEUTRAL] Alright, and is the number you're calling from the [PII] a good number in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And could you please verify the address that we should have on file for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], what can I help you with today?
[CUSTOMER][NEUTRAL] OK, so we had a an employeelima. Do you need the.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Uh, what's going on with it first?
[CUSTOMER][NEUTRAL] OK, so her group accident for May.
[CUSTOMER][NEUTRAL] Uh, we're being billed 3578, and that's like the updated amount.
[CUSTOMER][NEUTRAL] But last month we paid, so she had her new added her new spouse for me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we did, she did already have an accident policy last month, which was 2621.
[CUSTOMER][NEUTRAL] But they're we're being billed the full amount for May instead of just the updated amount.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And this is on your June invoice, correct?
[AGENT][NEUTRAL] 24479.
[AGENT][NEUTRAL] All right. And this is for, um, I'm sorry, can you tell me her name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, OK, I see.
[AGENT][NEUTRAL] I do see she's on here.
[AGENT][NEUTRAL] Twice for.
[CUSTOMER][NEUTRAL] Yeah, so she's got May and June for her group accident, but May she was, uh, we paid 26.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Um, we paid 2621 last month, and then she bumped, she bumped up.
[CUSTOMER][NEUTRAL] And it should be 9.
[CUSTOMER][NEUTRAL] 57 for the difference?
[CUSTOMER][NEGATIVE] But they're charging us 3578 again.
[AGENT][NEUTRAL] Yeah, I see that. I'm trying to see.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Why that payment wasn't applied to the account because I think that's why it's showing up twice because it's showing up like it wasn't paid, but let me see if it's in suspense since it was like an off amount.
[CUSTOMER][NEUTRAL] Yeah, yeah, cause we paid.
[CUSTOMER][NEUTRAL] So we paid.
[CUSTOMER][NEUTRAL] 2240107.
[CUSTOMER][NEUTRAL] Which includes that last month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it may just need to be applied because it whenever um if you pay like anything that's not the exact premium that's in the system it'll kick it to a different account to where we have to review it and manually apply it so it may just be that um your account representative hasn't gotten to it yet but I'm gonna check and see because I can.
[AGENT][NEUTRAL] Maybe apply it, go ahead and apply it and remove that extra charge.
[AGENT][NEUTRAL] Yeah, I see it. OK.
[AGENT][NEUTRAL] And that was
[CUSTOMER][NEUTRAL] So on my end should I just deduct that extra amount and then pay what we should OK.
[AGENT][NEUTRAL] Yeah, yeah, just deduct the, um, May charge because I do see that we have, um, we have 2621 for May and that's correct, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] 20 I had to go back um.
[AGENT][NEUTRAL] 2621 for May, yeah.
[CUSTOMER][NEUTRAL] Yeah, 2621 was applied last month. Yeah, OK, I'll adjust it and make a copy of that page.
[AGENT][NEUTRAL] Yeah, yeah, so we do have that premium. It's just hasn't been applied yet by um by your account representative so you can go ahead and remove that charge, and then I will message her and just let her know that um it's in there and that you're gonna remove the May charge.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, good. No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Nope, that would be it.
[AGENT][POSITIVE] All right, well I appreciate you calling ATL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right thanks you too.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] that